Client Services Manager - DFS22311244 in Hong Kong at DFS

Date Posted: 6/30/2021

Job Snapshot

Job Description

Client Services Manager is responsible for leading the team of Personal Shoppers and Concierge in establishing and building clienteling, providing outstanding personalized service and ultimate shopping experience to our loyal clients while driving incremental revenue, accelerating the recruitment of high potential VIP customers and increasing retention of existing top-tier members.

Key Responsibilities:
Customer Engagement
• Lead and motivate the Personal Shopper and Concierge team to constantly enrich Loyal T member profile such as updated customer information, brand/style preferences and engagement records etc
• Work closely with Global CRM team and local business analyst to profile top customers and define profitable action plans for the division. Ensure local implementation of all CRM programs and initiatives follows the global policy and guidelines including but not limited to the standard operation procedures, program terms & conditions, and customer data privacy policy.
• Collaborate with Merchant team, Sales & Marketing, Consumer Marketing, external partners and networks, i.e. Hotels, other luxury establishments to develop new sources of clientele, events and programs.
• Work with the local sales and ops team to provide an improved luxury shopping experience and personalized service to DFS clientele
• Implement the personal shopping and clienteling strategy with the objectives to build repeat sales and accelerate recruitment and retention of high spenders.
• Lead and organize in-store and online CRM events to engage members. Maintain a strong clientele relationship through ongoing communication and regular updates on newness, events and promotions
• Collect qualitative member feedbacks through Personal Shoppers and Concierge team for program and campaign improvement.
• Loyal T ambassador with strong ownership for designing and executing local strategies and action plans to effectively drive member acquisition, retention, reactivation, upselling & cross-selling, member satisfaction, and engagement.
• Responsible for the ROI of the local CRM initiatives. Work with Consumer Marketing to devise local CRM strategies to maximize sales opportunity, coordinate with Global CRM on offer mechanic, customer segmentation, data extraction, and list generation.
• Monitor CRM program and campaigns performance to provide insights on any challenges and opportunities to the store management. Team & Service Management
• Lead and motivate the Concierge and Personal Shopper team to provide luxury shopping experience and personal services to DFS clientele
• Provide effective team supervision through open communication, training, coaching and active encouragement of each teammate to meet or exceed sales and targets, while role modeling desired behaviors
• Identify future potential Team Leads and ensure development plans for this talent
• Ensure corrective action is taken to improve unsatisfactory performance, adhering to local Human Resources requirements
• Complete internal reports, presentations and participate in various projects as/when required

Key Requirements:
Requirements: -Confident, engaging and self-motivated with ability to multi-task -Resourceful with excellent problem solving skills -Charismatic individual with strong business acumen, integrity, energy and team spirit -Professional, polite and well-groomed -Able to work under pressure and react positively to people-oriented situations -Demonstrates strong interpersonal skills and be able to work well with people at various levels -Detailed oriented, highly- driven and dependable -Able to maintain a high degree of confidentiality -Works on the shop floor in a luxury retail environment -Able to work flexible hours and shifts, including weekends, nights and holidays as required by the needs of the business -University graduate with minimum 6-year experience, preferably in service industry Related Marketing or Business Tertiary Degree -Prior experience in retail, customer service, hospitality services or luxury brand/boutique Experience in servicing high-level clients including minimum 3 years in a leadership role preferred -Fluency in Mandarin, Cantonese and English